Quality Auditor

Role – Quality Auditor & Trainer

Location- Chennai

No. of Vacancies – 2

Reporting: Directly to Dr. Manmohan Arora with dotted line to Process Head

Process type: Inbound & Outbound

Job Description:

1. To train newly recruited agents/ advisor on soft skills, process script, customer management skills, etc

2. To Certify fresh recruits for going love on the floor

3. To conduct knowledge test (KT) periodically.

4. To listen to calls of every agent for the process assigned and audit call quality on the basis of quality parameters define by client/ Prime.

5. Identify weaknesses of agent/ advisor and conduct improvement sessions through feedback mechanism and refresher training.

6. To prepare and analyse productivity scores and release to the client.

7. To design and create improvement programs and cascade to the floor.

8. Responsible for improving and maintaining quality standards

9. To attend, present and manage client review on quality audits.

Experience: Min 3-4 years of experience in quality audit and training domain. Exposure of call centre operations with voice/ non-voice processes is must.

Languages: English, Hindi and South Regional Languages knowledge is mandatory.

Education: Graduate/ Post Graduate

Salary: Rs.30k to 35k on the merit of education and experience 

Location: Nungambakkam, next to ICICI Bank, Chennai 600034